Job Description

Job Description:

• Responsible for direct supervision of 15-18 agents
• Responsible for the attainment of client set goals, efficiency targets and overall team performance
• Performs consistent and affective coaching sessions to address performance gaps
• Analyzes agents performance and develops action plan to bridge gaps
• Conducts regular performance management to improve challenged members of the team

Required Skills:

• Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate or Bachelor\'s/College Degree in any field.
• Open to shifting, flexible in terms of work hours, and working on holidays
• Strong performance management background
• Excellent coaching skills
• Can work under extreme pressure
• Possess above average English written and verbal communication skills
• With demonstrable track record in achieving targets and improving agent performance
• Service and customer-focused
• Strong analytical skills; very detail-oriented
• Strong decision-making and problem-solving skills
• Knowledgeable in call center tools and processes

Qualification Required

• High School Graduate